What LIAT response should look like?

A few weeks ago, Sir Richard Branson tweeted about the letter written by Arthur Hicks complaining about LIAT's service. The letter complained about a range of issues including plane changes, security searches to him not receiving his bag. (See the complaint below)

 If you have ever traveled in the Caribbean I am sure you have a LIAT story. (Let me declare here that I worked for LIAT for close to 3 years so I have been on both sides of the counter.) The initial response to the Arthur Hicks letter was one of silence maybe in hope of it blowing over. Then LIAT issued two videos that were aimed to make the situation better. The first video saw Lees Parris-Rudder, LIAT's Chief Commercial Officer addressing the situations that arose in the letter and trying to offer an explanation.

This was a good effort but was overshadowed by the second video which was a challenge to Sir Richard Branson. This was the video that went viral and became a public relations disaster for LIAT. Instead of addressing the problem, most of the public saw this as a way of avoiding the issues in the letter and diverting the attention.

So I decided it was time someone say something other than negative. Maybe it's time that LIAT got a little help from the public. So I made a video and called it: "What LIAT's response should have looked like" and posted it on Facebook.  Maybe it's time we start fixing LIAT from the outside in. Tell me what you think!